Migrating from phone channel to Freshcaller

Modified on: Thu, 16 May, 2019 at 2:47 PM

We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead

This feature is currently not available on Freshdesk Mint.

This feature is not available on the old Freshdesk.

Applicable plans

SproutBlossomGardenEstateForest

Your journey with the phone channel in Freshdesk is ending soon! But what awaits is a better beginning — Freshcaller.

Keeping in mind the overwhelming usage of phones in Freshdesk, we realised how much finer it can get and wanted to push the boundaries on delivering a better phone channel experience.

And so, we built this well rounded business phone software - Freshcaller, that has a scope for better breadth in terms of

more features,

flexibility to enhance and explore newer technology around business phone systems,

build a product that you can use to communicate seamlessly and rely on for your business's customer engagement from one single interface.

If you are a Freshdesk customer who is/was using the phone channel, you would either be on

The Standard plan at 0$/per agent/per month

Or, the Advanced plan at 24$/per agent/per month

in Freshdesk.

You’ll be migrated to Freshcaller’s

Standard plan at 0$/per agent/per month

Or, Advanced plan at 24$/per agent/per month

respectively, with no migration costs.

Downtime for migration

During migration your accounts will face no downtime.

Using two different products vs using a built-in phone channelWith Freshcaller, though you have to buy two separate products now, it gives you the flexibility to buy licenses according to how your team is structured. For eg., Let's say you have a total of 10 agents in Freshdesk. And only 5 of them handle phone calls. With Freshcaller, you'll need to buy only 5 Freshcaller licenses for the phone agents alone.

Also, if you are wondering if all features that you were using on Freshdesk’s phone channel would be available on switching to Freshcaller, it’s a big yes.

To give you more perspective, let’s get to the feature list.

Migrating from Freshdesk phone channel to Freshcaller—How?

Once you confirm by responding to our migration request over email (From: support@freshcaller.com), we'll process the migration from our backend. You can mention your preferred time(non-business hours) and day over email. This way all your business activities can go on undisturbed.

Feature parity between Freshdesk phone channel and Freshcaller

Every feature that was available to you in your respective plans (Standard or Advanced) will be available in Freshcaller’s Standard and Advanced plans. On top of this, Freshcaller has more features to offer.

Features

Grandfathered Standard plan

0$

per agent/per month

Grandfathered Advanced plan

24$

per agent/per month

Blossom

19$

per agent/per month

Garden

40$

per agent/per month

Estate

59$

per agent/per month

Custom Greetings

✅

✅

✅

✅

✅

Contextual Conversations

✅

✅

✅

✅

✅

Forward to Phone

✅

✅

✅

✅

✅

Advanced Call Queues

✅

✅

✅

✅

✅

Business Hours

✅

✅

✅

✅

✅

Call Recording

✅

✅

✅

✅

✅

IVR (phone trees)

✅

✅

✅

✅

✅

Voicemail

✅

✅

✅

✅

✅

Vanity numbers

✅

✅

✅

✅

✅

Concurrent calls

✅

✅

✅

✅

✅

Blind Transfer

✅

✅

✅

✅

✅

Transfer to teams

✅

✅

✅

✅

✅

Call Masking

✅

✅

✅

✅

Route to external number

✅

✅

✅

Team routing

✅

✅

✅

Easy to set-up multi level IVR

✅

✅

✅

Analytics (Reports)

✅

✅

✅

SIP connections

✅

✅

✅

Bring Your Own Carrier

✅

✅

✅

Advanced Call Metrics

✅

✅

✅

Call Barging

✅

✅

✅

Call Monitoring

✅

✅

✅

Conference Calling

✅

✅

✅

Real-time call summary

✅

✅

Call wrap up time/ After call work

✅

✅

Smart Escalations

✅

✅

Ringtone customisation

✅

✅

Notes transfer

✅

✅

Non-Business Hours Routing

✅

✅

Service Level Monitoring

✅

Abandoned metrics

✅

Holiday Routing

✅

After the migration, to choose a Freshcaller plan, all you need to do is just

Login as an Account admin.

Go to Admin Settings > Billing and choose the plan that reflects well on your business’s requirements.

Just so that you are well informed on what the migration has to offer to you, and some pressing questions that you might have, we’ve put together a bunch of FAQs to help you out!

Can I add agents after migration?

You will have as many agents as you had in your Freshdesk account during the migration. If you would like to add more agents, you can reach out to us at support@freshcaller.com.

What happens if I want to change plans?

If you want to upgrade to a different plan after migration, you have Freshcaller’s Blossom and Garden plans to choose from. And with these plans you can get your agents working more effectively with features like the reports, non-business hours routing, smart escalations, abandoned metrics and much more.

How will your calls be charged?

Once the migration is done, all the calls made and received through the Freshcaller widget inside your Freshdesk account will be charged according to the Freshcaller call rates. For more details on the call rates, refer this.

Do I lose any data or customisation on migration to Freshcaller?

All your customisations—IVR settings, call queue, purchased numbers, business hours, teams, agents and much more will be migrated and available for you to use on your Freshcaller account. Your call log data will be migrated to Freshcaller once you’ve converted the calls to tickets on Freshdesk.

How do I get access to new features on Freshcaller?

To access Freshcaller’s new features (that were not part of Phone Channel’s Standard and Advanced plans), you can easily switch to one of the Freshcaller-specific plans (Sprout, Blossom, Garden) by clicking on Admin -> Billing in your new Freshcaller interface. If you would like to know more about Freshcaller’s new features, you can reach out to us at support@freshcaller.com.

What gets synced between your Freshdesk and Freshcaller account on migration?Once your migration is complete, all your phone related operations and the widget is synced to your Freshcaller account. This article helps you understand how the Freshcaller widget looks inside Freshdesk and what gets synced between the two accounts.